Technical Support Team Lead - Hybrid, Global Impact

N-able; Taguig; Hybrid; PHP 1,339,200 - 2,008,800; Full time

Benefits offered by this job

Medical and dental insurance

Generous PTO and observed holidays

2 Paid VoluNteer Days per year

Employee Stock Purchase Program

Pension with company-contribution

Monthly grab & go onsite pantry allowa

Monthly internet allowance

De Minimis - monthly allowance

FuN-raising opportunities as part of a

N-ablite Learning – custom learning

The Way We Work – hybrid working model

Job summary

N-able in Manila is seeking a Lead Technical Support Representative to guide the technical support team, ensure timely issue resolution, and drive customer satisfaction across our global partner network. The role blends hands-on leadership with ongoing technical coaching in a hybrid work setting.

You will mentor direct reports, manage escalation processes, monitor KPIs, and collaborate with Product Management and Sales to improve service quality.

Qualifications

• Strong multitasking and prioritization in fast-paced, customer-centric environments.
• Proven ability to build relationships and lead through influence across teams.
• Excellent verbal and written communication for technical and non-technical audiences.
• Hands-on software support experience with security concepts and IT protocols.

Responsibilities

• Support Leadership and Operational Management: Assist Technical Support Managerial Leadership in daily operations, act as a liaison between support teams and leadership, and help manage ad-hoc coverage and POD-specific needs to ensure smooth workflows and alignment with best practices.
• Mentorship, Development, and Advocacy: Mentor and manage direct reports to support team growth, participate in your own aspiring manager development, and serve as a trusted advocate to drive outcome-based discussions and strategic improvements.
• Escalation and Partner Experience Management: Act as an escalation point-of-contact, engage in partner-facing calls, address CSAT and retention concerns, and support Technical Support Managers in partner experience discussions.
• Performance and KPI Monitoring: Learn and apply effective KPI management, monitor case handling and operational performance, and assist with ensuring case management aligns with support standards.
• Cross-Team and Global Collaboration: Collaborate with global PODs and cross-functional teams (Product Management, Sales, Training, etc.) to align efforts, improve communication, and strengthen interdepartmental relationships.
• Leadership and Project Involvement: Lead small to medium projects aligned with managerial goals, balance team leadership duties with technical responsibilities, and contribute to leadership meetings and strategic planning.
• POD Operations and Process Oversight: Understand POD health and unique operational requirements (e.g., security, backup, queue monitoring), ensure efficient distribution model execution, and assist managers with governance and delegation tasks.

Skills

Project management

Relationship building

Cross-functional collaboration

Communication skills

Technical troubleshooting

Windows Server

Active Directory

DNS basics

TCP/IP

Security concepts

Tools

SNMP

FTP

Email services

Job description

N-able in Manila is seeking a Lead Technical Support Representative to guide the technical support team, ensure timely issue resolution, and drive customer satisfaction across our global partner network. The role blends hands-on leadership with ongoing technical coaching in a hybrid work setting.

You will mentor direct reports, manage escalation processes, monitor KPIs, and collaborate with Product Management and Sales to improve service quality.